UA Europe 2013: Content Delivered? Check! OK how do we use it?

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A look at why just delivering content is only half the story. This presentation looks at how even after content has been delivered Technical Writers can train users (both internal and external) in getting the most from it.

Technology Business

Colum McAndrew
RoboColum(n) Consulting
Content delivered? Check!
OK. How do we use it?
UA Europe Conference
Manchester 13 June 2013

Slide 2 © RoboColum(n) Consulting 2013
How do others do it ?

Slide 3 © RoboColum(n) Consulting 2013
When does User Assistance end ?
 Test build ?
 Deliverable sign off ?
 Release build ?
 Product release ?
 The answer is ………
None of the above !

Slide 4 © RoboColum(n) Consulting 2013
Adding value to User Assistance?
 Training on how to use
it.
 Make it visible.
 Add interactivity.
 Evangelise content.
 Watch and listen.
 Get feedback.

Slide 5 © RoboColum(n) Consulting 2013
Training internal users
 Train them so they
can train others.
 Look for training
opportunities.
 Get people on your
side.
 Evangelise your
content.

Slide 6 © RoboColum(n) Consulting 2013
Training external users: Questions
1. Does your company
train users ?
2. What do you train users
on ?
3. What does your
“product” include?
4. What is installed with
your product ?

Slide 7 © RoboColum(n) Consulting 2013
Training materials
 Include chapter on
using the Help.
 Set exercises to
get users using it.
 Ask them what
they think.
 Feedback to the
Technical Writers.

Slide 8 © RoboColum(n) Consulting 2013
Making things visible

Slide 9 © RoboColum(n) Consulting 2013
Making it visible

Slide 10 © RoboColum(n) Consulting 2013
Context Sensitive Help
What is the first thing you see in this dialog ?

Slide 11 © RoboColum(n) Consulting 2013
 Help is the last thing
they see.
 “No Undo” where
exactly?
 Dialog has 13 different
UI elements. What
does “Help” provide?
 No “OK” button.
Context Sensitive Help

Slide 12 © RoboColum(n) Consulting 2013
Context Sensitive Help

Slide 13 © RoboColum(n) Consulting 2013
Embedded help………yuk!

Slide 14 © RoboColum(n) Consulting 2013
 Field descriptions at
the bottom.
 “Common questions”
but not here!
 Open “Details” in new
window
Embedded help………yuk!

Slide 15 © RoboColum(n) Consulting 2013
Embedded help…close but no cigar!

Slide 16 © RoboColum(n) Consulting 2013
 Embedded help could
be next to the action.
 Access to further
information.
 Not sure what this
adds.
Embedded help…close but no cigar!

Slide 17 © RoboColum(n) Consulting 2013
Embedded help…......Yay!

Slide 18 © RoboColum(n) Consulting 2013
Evangelising your content
If no one is buying your product, what do you
do?
 Find out why
 Market it
◦ Social media
◦ Press release
◦ Release notes
 Change it
◦ Context sensitive / embedded help
◦ UI (e.g. error messages)
◦ Visual / written style

Slide 19 © RoboColum(n) Consulting 2013
Learning styles: Snagit

Slide 20 © RoboColum(n) Consulting 2013
Learning styles: Snagit

Slide 21 © RoboColum(n) Consulting 2013
Watch and listen
 Don’t be afraid to
engage with others.
 Look for quick
gains.
 Seek approval to
contact customers.

Slide 22 © RoboColum(n) Consulting 2013
Watch and listen…. BBC Blackadder style!
“C is for contrafibularity”
http://www.youtube.com/watch?v=hOSYiT2iG08

Slide 23 © RoboColum(n) Consulting 2013
Getting feedback
 Google analytics
 RoboHelp Server /
Madcap Pulse
 Customer contact
 Inter-departmental
communication

Slide 24 © RoboColum(n) Consulting 2013
Contact details
RoboColum(n) Consulting
@robocolumn
robocolumn@cmcandrew.com
http://uk.linkedin.com/in/notcolin
www.cmcandrew.com
www.robocolumn.com

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